We aim to create high-quality content. We really do. But, more-often-than-not, we fail. We understand that high-quality content must be clear, concise, and consistent in voice, tone, and terminology. We also know that it’s supposed to be easily findable, accessible, retrievable, and relevant those who need it—delivered when, where, and how they prefer it.
Crafting content that follows the rules (grammar, punctuation, linguistics) isn’t good enough. Our content also has to be helpful.
In this fast-paced talk, Scott Abel describes what it means to be helpful. You’ll discover how understanding the power of explanation
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Ryan MacCarrigan’s keynote covers the growing role of Agile Development and Lean in the context of content development and delivery—where complex content is the “product” and the end goal is to shorten cycle times, eliminate waste, or improve measured business outcomes without sacrificing quality or accuracy.
The audience will learn:
How to structure strategic content development in a similar fashion to the Agile product development lifecycle
How the “Build-Measure-Learn” framework of Lean Startup fame can be applied to rapid content testing and delivery
How developing a Lean mindset can help content-driven organizations break down silos and “Fail Fast,” improving overall institutional knowledge.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Designing the content experience revolves around the quality and the quantity of content. Answering questions like what kind of content, how much of it, and where should it be located are prime in a content professional’s mind. In her talk, Eeshita will discuss and share the pillars of content user experience — both quality and quantity. The attendees will learn techniques and processes to enable quality and monitor quantity of valuable content.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
My colleague and I managed a team of 5 to 7 writers, using Agile processes to successfully overhaul a Help system for complex genetic sequencing software in just over six months. The approach uses 3 weekly sprints that gets each writer 1) analyzing and identifying gaps in existing content 2) writing and updating content, and then 3) peer editing and revising content. The sprints overlap so that every week each writer is actively writing, peer reviewing and editing content.
Facing deadlines for frequent quarterly releases, we used Excel spreadsheets and OneNote notebooks to record meeting notes, topic TOCs and assignments, rather than a more administrative intensive ticket-based system (such as JIRA). Writers, whose skill levels ranged from junior to senior, learned how to use the software through hour-long question-and-answer group sessions with SMEs.
Attend this session to learn how an agile writing process can help boost collaboration and increase comradeship amongst information developers; decrease the time spent with subject matter experts, and optimize content development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App.
Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.
Part 1: Assessing the Current State: Needs Analysis and Information Gathering
Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Ryan MacCarrigan’s keynote covers the growing role of Agile Development and Lean in the context of content development and delivery—where complex content is the “product” and the end goal is to shorten cycle times, eliminate waste, or improve measured business outcomes without sacrificing quality or accuracy.
The audience will learn:
How to structure strategic content development in a similar fashion to the Agile product development lifecycle
How the “Build-Measure-Learn” framework of Lean Startup fame can be applied to rapid content testing and delivery
How developing a Lean mindset can help content-driven organizations break down silos and “Fail Fast,” improving overall institutional knowledge.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Designing the content experience revolves around the quality and the quantity of content. Answering questions like what kind of content, how much of it, and where should it be located are prime in a content professional’s mind. In her talk, Eeshita will discuss and share the pillars of content user experience — both quality and quantity. The attendees will learn techniques and processes to enable quality and monitor quantity of valuable content.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
My colleague and I managed a team of 5 to 7 writers, using Agile processes to successfully overhaul a Help system for complex genetic sequencing software in just over six months. The approach uses 3 weekly sprints that gets each writer 1) analyzing and identifying gaps in existing content 2) writing and updating content, and then 3) peer editing and revising content. The sprints overlap so that every week each writer is actively writing, peer reviewing and editing content.
Facing deadlines for frequent quarterly releases, we used Excel spreadsheets and OneNote notebooks to record meeting notes, topic TOCs and assignments, rather than a more administrative intensive ticket-based system (such as JIRA). Writers, whose skill levels ranged from junior to senior, learned how to use the software through hour-long question-and-answer group sessions with SMEs.
Attend this session to learn how an agile writing process can help boost collaboration and increase comradeship amongst information developers; decrease the time spent with subject matter experts, and optimize content development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App.
Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.
Part 1: Assessing the Current State: Needs Analysis and Information Gathering
Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
The early stages of the product development lifecycle heavily influence the success and direction of any product. Unfortunately, these stages tend to be fuzzy, political, and silo-ed. The goal of the INDUSTRY Working Sessions is to apply the Design Studio methodology to arrive at solid design solutions through a collaborative, pragmatic process of illumination, sketching, presentation, critique, and iteration.
Are you designing your websites with users in mind? Here are slides from my talk about user experience at the Digital Marketing for Business Conference in Raleigh, NC, in May 2015. This contains some high-level concepts to keep in mind as well as practical tips.
The Making of 'The Language of Content Strategy' - by Scott Abel, The Content...Scott Abel
Time is in short supply. Deadlines are tight. Resources are even tighter. If you're like most content professionals, you have dozens of great ideas but not enough time, money or experience to bring them to life. But it doesn't have to be this way.
In this content marketing meets intelligent content engineering case study, we will explain how the newly published book, The Language of Content Strategy (XML Press) was created with the help of the crowd, structured XML content, a wiki and a formal content strategy. Attend this session to learn how the two seasoned content strategists enlisted the help of 50 knowledgeable experts to create a printed book, an e-book, a companion website and educational flash cards in record time, all from a single source of content. You'll discover why it's imperative that content professionals —regardless of their area of specialty — understand and leverage the power of advanced information development practices. You'll leave knowing why a repeatable content production system, optimized for productivity and designed to efficiently produce multiple content products simultaneously, is no longer an option, but rather a necessity.
What Does Good Agile Look Like? (Agile By Example 2018)Kevin Goldsmith
We attend Agile By Example because we believe in Agile and we want to develop our skills and improve how our teams work. We work Agile because we have had great experiences and success working this way.
Our experience is not common!
Most "Agile Transformations" fail. Many (if not most) Agile teams have poor Agile practices. People new to Agile struggle through these failed transformations or poor practices and get a wrong impression of Agile, because they have never seen it done well! Poor experience with Agile leads to the many myths and fallacies that developers repeat to each other or post on social media.
What can a dedicated Agilist do to inspire their teams to embrace Agile or work on improving their Agile processes?
Two years ago, I came to ABE to talk about the culture of continuous improvement that we were building at Avvo. It turns out that one of the biggest challenges we faced was explaining what our vision was, where we were going.
I will return for this years' ABE to talk about what a high-performing Agile company looks like, how to create and explain a vision for your teams and I will share the painful lessons we learned at Avvo as we worked on our evolution. I will also share the model I use to help with an Agile cultural transformation.
Developing your Developers: Constructing Career Paths for your Technologists ...Kevin Goldsmith
How you construct development paths in your company can support and deepen your company values. Doing it well means heightening employee engagement and improving retention. This talk gives technology and people team leaders a place to start their conversations.
Creating A Digital Content Factory: Getting Started with Intelligent ContentScott Abel
Content marketing production processes are broken. Most organizations can’t crank out the wide variety of content needed because their processes are outdated, inefficient, and riddled with waste. Oh, and then there are tools. Content marketers don’t have the right ones for the jobs at hand.
In this presentation, content strategy guru Scott Abel, The Content Wrangler, will demystify the benefits of intelligent content for content marketers and outline the changes needed in order for marketers to take advantage of the approach.
Attendee takeaways:
How adopting intelligent content can turn a content marketing department into a content marketing factory
How some brands are leveraging intelligent content to produce more content with less effort
Lessons learned from the pros working in the trenches
What you’ll need to get started
#CMWorld
Does prioritizing your development portfolio seem unclear or mired in politics? Ever feel like the decisions for what gets worked on when are somewhere between arbitrary and emotional? Ever get tired of providing cost estimates for work of uncertain value? If you answered yes to any of the above questions, this session is for you! Matt Barcomb will open with introductory concepts about shifting from a cost focus to a value focus for development work. Next, providing business value for user stories will be debunked. Then, a collaborative framework for prioritization, Benefit Mapping, will be discussed. Finally, Matt will end with ways to simplify the cost evaluation of work and risk.
Managing Content Projects with Success and Panache by Ahava Leibtag (Now What...Blend Interactive
So often in digital projects, we push content to the bottom of the pile, or the end of the timeline. As we evolve our strategies, we’re learning that content really needs to come first. Ahava will show you how to avoid this problem and plan your content for success. Using case studies from a major university, a children’s hospital and a major publishing company, you will learn how to set up your digital projects, so that content is a major consideration and doesn’t destroy your project at the last minute.
Creating a Culture of Continuous Improvement at AvvoKevin Goldsmith
Avvo is a 10-year old company that is in high growth mode. In June, Kevin Goldsmith joined Avvo as its CTO after three years at Spotify. He will share learnings of how the team is bringing a lean and agile culture to this rapidly growing company. How do you scale the tools of transformation from the team to the company? In a company eager for change, how do you decide where to invest and how fast to go? Kevin will also share some of the programs that have been put into place to begin the transition from a top-down to bottom-up culture.
How could you take the hated project success metrics and turn them into meaningful leadership? - Introducing metric canvas in J. Boye Århus 16 1-3 November 2016.
It’s kind of ironic that there’s often very little strategy in what many people refer to as “content strategy”. The work being done is either tactical or applied best practice. Now, there’s nothing wrong with either of those things — they’re both quite necessary at times.
But a strategy needs provide a solution to a significant problem by identifying specific obstacles and opportunities, outlining a guiding vision, and planning for how an organisation will achieve that vision. A content strategy, simply does the same thing but uses content and content practices to achieve the goal.
In this webinar, Kathy breaks out the essential parts of good strategy and provides hands-on, practical advice for making sure your content strategy is strategic.
Metrics at Every (Flight) Level [2020 Agile Kanban Istanbul FlowConf]Matthew Philip
Slides as presented on Dec 8, 2020 at FlowConf organized by Agile Kanban Istanbul. https://www.flowconf.com/
Organizational change often stalls out at departmental boundaries, whether that is IT or another division. How do we help organizations connect vertically and horizontally to realize the outcomes that they have when undertaking large-scale change efforts?
Join this session to learn from a case study of a bank that combined flight levels and metrics to bridge their departmental boundaries and recognize gains not only in software delivery effectiveness but unifying higher-level strategy.
The Future of Technical Communication is MarketingScott Abel
Once a prospect buys a product or service, the content they interact with is no longer familiar. The instructions provided don't look, feel, or sound anything like the marketing and sales materials that introduced them to your brand. Neither does the service contract, the warranty, the customer support website, the product documentation, nor the training materials.
The extensive variability in customer experience — and each customer touchpoint — creates a different and inconsistent version of the brand, some that bear little or no resemblance to the brand that executives believe they are building. There are often as many brands as there are touchpoints.
For no good reason, the content experience changes drastically -- and not in a good way. That's why organizations that recognize the importance of a unified customer experience have started rethinking what it means to be customer-centric.
Some forward-thinking organizations are reorganizing customer-facing content creators into teams under one roof. They're breaking down the barriers — the silos — that prevent them from collaborating; from creating a unified customer content experience.
In this presentation, delivered at Acrolinx Day at LavaCon 2014 Portland, Scott Abel, The Content Wrangler, discussed the challenges of content inconsistency and incongruity, and why he thinks the future of technical communication is marketing.
The early stages of the product development lifecycle heavily influence the success and direction of any product. Unfortunately, these stages tend to be fuzzy, political, and silo-ed. The goal of the INDUSTRY Working Sessions is to apply the Design Studio methodology to arrive at solid design solutions through a collaborative, pragmatic process of illumination, sketching, presentation, critique, and iteration.
Are you designing your websites with users in mind? Here are slides from my talk about user experience at the Digital Marketing for Business Conference in Raleigh, NC, in May 2015. This contains some high-level concepts to keep in mind as well as practical tips.
The Making of 'The Language of Content Strategy' - by Scott Abel, The Content...Scott Abel
Time is in short supply. Deadlines are tight. Resources are even tighter. If you're like most content professionals, you have dozens of great ideas but not enough time, money or experience to bring them to life. But it doesn't have to be this way.
In this content marketing meets intelligent content engineering case study, we will explain how the newly published book, The Language of Content Strategy (XML Press) was created with the help of the crowd, structured XML content, a wiki and a formal content strategy. Attend this session to learn how the two seasoned content strategists enlisted the help of 50 knowledgeable experts to create a printed book, an e-book, a companion website and educational flash cards in record time, all from a single source of content. You'll discover why it's imperative that content professionals —regardless of their area of specialty — understand and leverage the power of advanced information development practices. You'll leave knowing why a repeatable content production system, optimized for productivity and designed to efficiently produce multiple content products simultaneously, is no longer an option, but rather a necessity.
What Does Good Agile Look Like? (Agile By Example 2018)Kevin Goldsmith
We attend Agile By Example because we believe in Agile and we want to develop our skills and improve how our teams work. We work Agile because we have had great experiences and success working this way.
Our experience is not common!
Most "Agile Transformations" fail. Many (if not most) Agile teams have poor Agile practices. People new to Agile struggle through these failed transformations or poor practices and get a wrong impression of Agile, because they have never seen it done well! Poor experience with Agile leads to the many myths and fallacies that developers repeat to each other or post on social media.
What can a dedicated Agilist do to inspire their teams to embrace Agile or work on improving their Agile processes?
Two years ago, I came to ABE to talk about the culture of continuous improvement that we were building at Avvo. It turns out that one of the biggest challenges we faced was explaining what our vision was, where we were going.
I will return for this years' ABE to talk about what a high-performing Agile company looks like, how to create and explain a vision for your teams and I will share the painful lessons we learned at Avvo as we worked on our evolution. I will also share the model I use to help with an Agile cultural transformation.
Developing your Developers: Constructing Career Paths for your Technologists ...Kevin Goldsmith
How you construct development paths in your company can support and deepen your company values. Doing it well means heightening employee engagement and improving retention. This talk gives technology and people team leaders a place to start their conversations.
Creating A Digital Content Factory: Getting Started with Intelligent ContentScott Abel
Content marketing production processes are broken. Most organizations can’t crank out the wide variety of content needed because their processes are outdated, inefficient, and riddled with waste. Oh, and then there are tools. Content marketers don’t have the right ones for the jobs at hand.
In this presentation, content strategy guru Scott Abel, The Content Wrangler, will demystify the benefits of intelligent content for content marketers and outline the changes needed in order for marketers to take advantage of the approach.
Attendee takeaways:
How adopting intelligent content can turn a content marketing department into a content marketing factory
How some brands are leveraging intelligent content to produce more content with less effort
Lessons learned from the pros working in the trenches
What you’ll need to get started
#CMWorld
Does prioritizing your development portfolio seem unclear or mired in politics? Ever feel like the decisions for what gets worked on when are somewhere between arbitrary and emotional? Ever get tired of providing cost estimates for work of uncertain value? If you answered yes to any of the above questions, this session is for you! Matt Barcomb will open with introductory concepts about shifting from a cost focus to a value focus for development work. Next, providing business value for user stories will be debunked. Then, a collaborative framework for prioritization, Benefit Mapping, will be discussed. Finally, Matt will end with ways to simplify the cost evaluation of work and risk.
Managing Content Projects with Success and Panache by Ahava Leibtag (Now What...Blend Interactive
So often in digital projects, we push content to the bottom of the pile, or the end of the timeline. As we evolve our strategies, we’re learning that content really needs to come first. Ahava will show you how to avoid this problem and plan your content for success. Using case studies from a major university, a children’s hospital and a major publishing company, you will learn how to set up your digital projects, so that content is a major consideration and doesn’t destroy your project at the last minute.
Creating a Culture of Continuous Improvement at AvvoKevin Goldsmith
Avvo is a 10-year old company that is in high growth mode. In June, Kevin Goldsmith joined Avvo as its CTO after three years at Spotify. He will share learnings of how the team is bringing a lean and agile culture to this rapidly growing company. How do you scale the tools of transformation from the team to the company? In a company eager for change, how do you decide where to invest and how fast to go? Kevin will also share some of the programs that have been put into place to begin the transition from a top-down to bottom-up culture.
How could you take the hated project success metrics and turn them into meaningful leadership? - Introducing metric canvas in J. Boye Århus 16 1-3 November 2016.
It’s kind of ironic that there’s often very little strategy in what many people refer to as “content strategy”. The work being done is either tactical or applied best practice. Now, there’s nothing wrong with either of those things — they’re both quite necessary at times.
But a strategy needs provide a solution to a significant problem by identifying specific obstacles and opportunities, outlining a guiding vision, and planning for how an organisation will achieve that vision. A content strategy, simply does the same thing but uses content and content practices to achieve the goal.
In this webinar, Kathy breaks out the essential parts of good strategy and provides hands-on, practical advice for making sure your content strategy is strategic.
Metrics at Every (Flight) Level [2020 Agile Kanban Istanbul FlowConf]Matthew Philip
Slides as presented on Dec 8, 2020 at FlowConf organized by Agile Kanban Istanbul. https://www.flowconf.com/
Organizational change often stalls out at departmental boundaries, whether that is IT or another division. How do we help organizations connect vertically and horizontally to realize the outcomes that they have when undertaking large-scale change efforts?
Join this session to learn from a case study of a bank that combined flight levels and metrics to bridge their departmental boundaries and recognize gains not only in software delivery effectiveness but unifying higher-level strategy.
The Future of Technical Communication is MarketingScott Abel
Once a prospect buys a product or service, the content they interact with is no longer familiar. The instructions provided don't look, feel, or sound anything like the marketing and sales materials that introduced them to your brand. Neither does the service contract, the warranty, the customer support website, the product documentation, nor the training materials.
The extensive variability in customer experience — and each customer touchpoint — creates a different and inconsistent version of the brand, some that bear little or no resemblance to the brand that executives believe they are building. There are often as many brands as there are touchpoints.
For no good reason, the content experience changes drastically -- and not in a good way. That's why organizations that recognize the importance of a unified customer experience have started rethinking what it means to be customer-centric.
Some forward-thinking organizations are reorganizing customer-facing content creators into teams under one roof. They're breaking down the barriers — the silos — that prevent them from collaborating; from creating a unified customer content experience.
In this presentation, delivered at Acrolinx Day at LavaCon 2014 Portland, Scott Abel, The Content Wrangler, discussed the challenges of content inconsistency and incongruity, and why he thinks the future of technical communication is marketing.
Digital PR Basics for Nonprofits - How to Get Visibility for Your CauseJulia Campbell
It's a crowded, cluttered, noisy online landscape, with information coming at us from every angle. How can a small nonprofit stand out without spending hours on social media or tons of money on advertising? In this webinar, Nonprofit Digital PR expert Julia Campbell will explain the concept of Digital PR, why it's vital for nonprofits, and how to start a Digital PR plan. Nonprofits will come away with techniques that they can implement to build movements and connect with supporters, in an authentic and ethical way.
Learning objectives:
What is Digital PR and why it's more than just "getting on social media"
How to start a manageable Digital PR Plan for your nonprofit
Tried-and-true techniques and tools to manage online overwhelm and get better results from your digital marketing activities
This presentation accompanies a webcast about how to plan top performing marketing content, including mapping content to the buying cycle, plotting a 12 month editorial calendar and aligning content planning with buyer and business needs. The accompanying webcast is available here http://bit.ly/wmconf-webcast
While it seems like some of the most successful content campaigns and marketing efforts are the result of creative geniuses, the truth is that coming up with great content really has nothing to do with traditional creativity.
In fact, the more "creative" our content is, the less helpful it can be for our audiences. That's because creating great content isn't actually an art – it's a science. And there's a specific process for how brands can engage and attract more customers. This lighthearted and entertaining session will reveal exactly what that formula is and how you can use it every single day.
What you'll learn:
-Understand what actually makes "great content"
-Check whether or not you and your teams are creating the right content for your organisation and your audiences
-Discover ways to get content into alignment with your goals, plus get teams on the same page
-Get reusable and strategic frameworks for content marketing success
About the presenter
Anna Hrach
Anna Hrach is a speaker, marketing strategist, and content expert who tackles her clients’ toughest marketing problems with fearlessness and tenacity. She was named one of the 50 Most Influential Women in Content Marketing of 2017. For more than a decade, she’s developed super-smart content strategies for companies ranging from up-and-coming startups to Fortune 500s. Her experience spans a range of industries, including pharmaceuticals, beauty, healthcare, hospitality, insurance, consumer packaged goods, banking, and education. She’s also helped build content departments at three different advertising agencies.
Digital PR Basics for Nonprofits - How to Get Visibility for Your CauseBloomerang
https://bloomerang.co/resources/webinars/
Julia Campbell will outline techniques that nonprofits can implement to build movements and connect with supporters, in an authentic and ethical way.
How Hitachi Data Systems Sparked a Digital Transformation with Social Selling...Dynamic Signal
Hitachi Data Systems (HDS) uses data to power the digital enterprise for better business outcomes. One of Thomson Reuters “Top 100 Global Innovators”, the company is reshaping how businesses work. In recent years they have transformed their company digitally, with a focus on their people and social innovation.
An early adopter and pioneer within the social selling and employee advocacy categories, HDS has established their employees as thought leaders, and better informed their partners, and the public. By activating their workforce the company and their employees have become more informed, efficient, and highly visible as subject matter experts in their industry.
In this webinar Sharon Crost, Global Social Business Manager, and Samantha Campbell, Global Social Media Specialist, discuss:
- The challenges and pain points HDS has overcome in order to digitally transform their business
- How social selling has helped the HDS sales teams maintain better relationships in the field with customers and prospects
- How HDS has tapped into employees, partners, and influencers to drive awareness for the brand
Your Brand, The Next Media Company: Edelman- Michael Brito, SVP Digital Strategy, @britopian
How organizations can evolve into a fully collaborative social business. A step by step playbook to achieve organizational change, process efficiencies and technology acumen.
What's that smell? Your Content R.O.T! Ethology Content Marketing WebinarMike Corak
Website visitors and search engines love fresh, relevant content. You know what they hate? The redundant, outdated and trivial (R.O.T.) content that’s sitting on your site right now.
How did we get here? By prioritizing quantity over quality, and focusing on the value of search over the value content brings to customers. More content is not the answer, and many marketers are content marketing their brands and customers to death. Thankfully, there is a solution.
Website visitors and search engines love fresh, relevant content. You know what they hate? The redundant, outdated and trivial (R.O.T.) content that’s sitting on your site right now.
How did we get here? By prioritizing quantity over quality, and focusing on the value of search over the value content brings to customers. More content is not the answer, and many marketers are content marketing their brands and customers to death. Thankfully, there is a solution.
This presentation covers the following:
Identify existing R.O.T. content and formulate a plan to eliminate it
Develop R.O.T.-resistant content that works harder, while publishing less often
Think more about what customers want and less about filling your publishing calendar
#Meta: What We Learned From Our Own Content Marketing Case Study NewsCred
At the end of 2014 we set out on a mission to prove the ROI of our content marketing at NewsCred.
We decided to evaluate ROI by establishing this value chain:
•Quality content at a high volume/cadence = More Reach and Engagement
•More Reach and Engagement = More Leads (Conversion)
•More Leads = Sales Lift
Content Marketing Strategy You Can Live By - SLCSEM Sept 2014David Malmborg
The was a #CMworld 2014 Recap presentation for SLCSEM in September 2014. Content from this deck was taken by Andrew Davis (@TLPDrew), Jason Miller (@JasonMillerCA) and Mathew Sweezey (@MSweezey). It was then wrapped together and philosophized by me.
Converting Your Crowd for Culture Days, National Arts CongressLiesl Barrell
Intro to landing pages for improved conversion in arts & culture organizations.
Includes updates to "Lay of the Landing" previously published on Slideshare.
Presented by Liesl Barrell
Culture Days National Arts Congress
May 23, 2014
Matt Cooper, GM at Visually, and Angela Lee Bostick, CMO at Emory University, Goizueta School of Business discuss how content marketing has become increasingly important in attracting successful higher education candidates, and how Emory University successfully strategized and executed an effective content marketing campaign, leveraging existing assets & resources.
Digital Strategy And storytelling - District32 business leaders - doyle buehl...Doyle Buehler
Isn’t it cool - it’s the greatest time in history, as we have access to literally billions of people around the world.
Yet, it’s also the worst time in history because we have access to… literally billions of other people around the world.
Competition is fierce; you’re essentially 1-click away from disaster.
It’s never been easier to get your story out there, but it’s also the hardest time because there is so much more noise out there. Isn't business fun?
In the Digital Age, story matters now more than ever. If you have a strategy you can tell your true story. If you don't, you get lost in the noise of everything else.
We were born to tell stories & we know how to listen to them, but rarely how to tell them. The story is what gives your customer clarity & certainty.
It’s not a story about how awesome you are. Nor even how you might be the next “amazing” founder.
Nor how you are going to “change the world”. They’ve heard it all before.
Nothing seems to work in marketing? Can’t figure out who to blame?
Ask yourself, what’s your strategy & how are you telling your story?
Story matters in creating your own certainty, your own future for the real hero, your customers.
This is your strategy. Welcome to digital storytelling.
#digitaltransformation #strategy #leadership
Content Marketing in 15 Minutes a Day for RestaurantsAnn Handley
What if you have mere minutes a day to market with content? Can it be done? Yes, once you get a plan in place. Here's a deck Shelly Kramer of V3 Integrated Marketing and I co-presented at the International Pizza Expo.
Reimagining and reinventing customer support is expensive and hard. We hear that all the time. But it doesn’t have to be. In fact, if you do it “right” it can be fairly cheap and fun. In this session, we will look at using a Design Thinking approach to imagine new realities, create prototypes quickly and cheaply, and iterate on this to create a roadmap to your transformation.
Perhaps most important is that we will discuss some of the freely available tools that will help and guide you through the Design Thinking landscape. Unlike most speeches, we will give you specific, tangible baby steps to take once you get back to your own work lives.
Three Takeaways
1) Understand the power of Design Thinking
2) Imagine what Design Thinking can do for you
3) Know what tools are available and where to find them
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Part 1: Assessing the Current State: Needs Analysis and Information Gathering
Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Effective page design is often overlooked in the development of technical information. Studies have shown that the visual design of information has an immediate and lasting visceral impact on both credibility and usability. Good page design ensures that information is easy to find, read, understand, and remember. The science of human visual perception and attention provides a foundation for understanding traditional design elements and principles, and how they can be combined to ensure high-quality, effective information development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Before you’re ready to answer your customers’ questions, you need to ask some of your own: Where is the information leaking out of my content? How can I capture the human intelligence that went into writing the information in the first place? Where does my information development process have too much friction?
Find out how asking and answering these questions can help support your information developers as they create understandable information and actionable intelligence for both humans and bots. Identify your information leaks and learn how to stop them. Learn how to remove friction to stop wasting people’s time and to transform your information development and delivery process. Create the future by leveraging your intellectual property.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Translation Commons is a nonprofit aiming to be an online one-stop community for all information relating to translation and localization. How do you organize content for an entire industry? How do you create a website structure that allows users to find the information they need, even when it’s a needle in a haystack?
Content planning or Information Architecture determines how information is displayed or accessed. For Translation Commons, planning took much longer than development and it was worth every second of it.
The audience will learn of various techniques and methodologies which will help them organize large sets of information.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Workshop Part 2: Creating the Future State: Enterprise Content Creation, Structure and Distribution
Learn how to plan and implement a future state of enterprise content creation, structure, management, and delivery for a modern technical resource center.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
Think of a technical resource center as an online, one-stop shop for information about your products and services. Over time, and done well, a technical resource center can help you grow your business by attracting prospects, while simultaneously working to support and build loyalty and trust with existing customers.
Presented November 27-28, 2018, at Quadrus Conference Center for Information Development World 2018.
The NetApp content strategy team is driving a wide-reaching effort to simplify content creation, sharing, delivery, and content management systems reduction. Anna Schlegel will share how her team is leading an enterprise-wide effort to build a more connected content experience at NetApp with sponsorship at the CEO and SVP level across the entire organization.
In this presentation, attendees learn how to design a corporate content strategy, streamline the content ecosystem, obsolete unnecessary content, and formalize content governance. The key to this effort is selling the value proposition such as reduced cost, reduced complexity, and a better customer experience.
Anna will help you understand how to identify key players, navigate internal politics, and set the stage for content strategy success company-wide. You’ll leave knowing how to set the right goals, create teams, develop leaders, and utilize tracking methodologies.
Takeaways:
1) Setting the stage across the whole company for success
2) Identifying key players and navigating internal politics
3) Identifying the right goals, teams, leaders and tracking methodologies
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
More and more we’re seeing data that indicates we need increased focus on improving our clients’ experience with technical content. But, how do you know what to focus on and where to target first? Introducing a content analytics toolbox that we rolled out to our IBM Cloud content contributors. The toolbox includes a variety of tools that authors can use to identify what content to work on and how to measure content improvements.
This case study shows how we gained adoption of the use of the toolbox, as well as some concrete examples of the tooling and data.
Takeaways:
1) How do I know what to prioritize?
2) How can I prove my content is impacting the business?
3) What are others doing?
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Your customers demand reliable customer service and don’t have time to waste with poor self-serve support portals that contain less helpful content than they should. Many customer service agents suffer from a lack of good warrantied product information and spend a lot of time copying and pasting information from PDFs, emails, and websites. The technology they use seems to be in constant flux yet access to the information they need doesn’t seem to get that much better. There has got to be a better way.
What if there was a better medium for finding, using, and exchanging the highest value content in your organization? Microcontent is a basic building block of good product documentation. When it can be broken out of that content, it can be used in many ways to feed other documents, FAQs, emails, knowledge bases, and even chatbots. Microcontent is also an ideal level of granularity to contribute and curate new source information to be used across the enterprise. So what is it and how does it work to provide a better customer service experience? Attend this session to gain more insight into microcontent and how it can help.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Mayo Clinic’s mobile app serves as both a resource for patients who depend on it for tasks like viewing lab results and making appointments and as a health engagement tool to keep the brand top-of-mind for anyone who might need Mayo Clinic services someday.
In this case study, find out how a Mayo Clinic team converted a huge library of health information to an engaging, mobile-friendly content experience. Learn how core content has been enhanced with hundreds of original visual and editorial pieces – built using a repeatable process geared for high-volume production. Explore how new features like mobile notifications and content search have addressed user needs while driving to new app downloads, now 1 million+ and counting.
Three Takeaways
1) How content can serve as an engagement tool while facilitating transactional tasks and resources
2) Simple curation and metadata strategies for delivering a seamless experience using multiple content sources
3) Tips on creating mobile-first content for short attention spans
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Do you see a problem that is so obvious that everyone should see it, but they don’t? Do you have great data about a pain point for your customers, but don’t know where to go with it? In this session, we’ll talk about project briefs — what they are, and how they can be an invaluable tool for building consensus and getting your stakeholders and teams on board.
In this session, you will learn:
1) How to pull together various data points into a cohesive project brief; 2) How to use a project brief to effectively present the problem/issue; 3) And, most importantly, why a project brief isn’t the right platform for solutioning.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Building a conversational interface that people actually want to use can be tough a process. From understanding what users enter to providing logical responses, there’s a lot to create a successful experience. This presentation provides tips for designing conversational interfaces and the content that powers them. If you’re considering adding chatbots or voice-activated devices to your content delivery strategy, this session is right for you.
Takeaways
1) Tips for designing conversational interface
2) Tips for writing conversational content
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Most chatbots are rule-based. A rule defines that if certain keywords occur in the user’s question, a certain piece of content should be displayed. For example, “if the question includes words ‘replace’ and ‘battery,’ show the topic about replacing a battery.”
While this method is easy and relatively cheap to implement, it covers only simple use cases. It may work perfectly well if the amount of content is small and it’s not frequently updated. But what about a case when the procedure of replacing a battery is different for different product models? Or what if it’s different depending on the user’s role, and there are multiple possible roles and their combinations? You’d have to explicitly add rules for each variation and instruct the chatbot about the questions the user should be asked when information required for a precise and relevant answer is missing in the user’s question.
On top of that, every time you add new content, you have to manually add new rules. In the long run, rule-based chatbots are expensive and difficult to maintain, if the amount of content is significant and it’s frequently updated.
Another approach is to build a knowledge map of the subject domain which would automatically guide the chatbot about the questions the user should be asked, automatically identify semantic metadata of the content, and map the metadata to the knowledge map. This approach would make the chatbot smarter while reducing the maintenance efforts and costs.
In this session, Alex talks about both approaches and sees which approach works better in different use cases.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization.
How can we leverage the power of visual communication without having to constantly localize new visual content? Simplified User Interface (SUI) helps you create powerful and useful images to help your users better understand your content while extending its shelf life and often eliminating the need for localization.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Artificial intelligence (AI) is getting lots of attention but one key aspect is often overlooked, understated, or underestimated: the training of the AI through the behind-the-scenes preparation of the data. Getting an AI application to actually do something useful does not happen by magic. Algorithms are in place today, but until the system is taught, it will not produce the results you are hoping for. The more research you do, the more you realize that AI only works when it has the data it needs to spot trends, identify patterns, and provide functionality. No data? No AI. And it can't use just any unstructured data. The data needs to be high-quality data. Yes, it can be messy, but it can’t be poor quality. And depending on the application, the data will require structure and curation. Attend this keynote presentation from Seth Earley, CEO of Earley Information Sciences, to learn how to train your AI, the kinds of data that are needed to make it work, and why intelligent content is vital for artificial intelligence. November 30, 2017
Using your voice to control your world used to be the topic of science fiction, but with recent improvements in speech recognition technology, it’s now become a reality. More and more businesses are introducing voice applications to help their prospects, customers, and employees complete complex tasks more quickly and easily than ever by leveraging the power of the most natural form of human communication: speech. In this session with Carol Valdez, you’ll discover how to identify content challenges that are excellent candidates for voice solutions. November 29, 2017
Advances in narrow artificial intelligence make possible agentive systems that do things directly for their users (like, say, an automatic pet feeder). They deliver on the promise of user-centered design, but present fresh challenges in understanding their unique promises and pitfalls. They challenge strategists and product owners to think in new ways, since they deliver value mostly when the user isn’t paying them any attention. Join Christopher Noessel of IBM as he introduces us to the concepts from his new book, "Designing Agentive Technology: AI That Works For People" (Rosenfeld Media, 2017). Attendees will learn what agentive technology is—and what it isn’t—and why it matters to businesses and consumers alike. You’ll leave understanding how agentive technology can be used to solve practical problems and what impacts its adoption may have on content professionals. And, you'll discover why we are increasingly moving from systems that help to systems that do. November 30, 2017
Chatbots are an emerging content delivery channel that promises many significant benefits to the companies that launch them. Implemented well, content consumers benefit, too. But how does a chatbot work, exactly? Join Alex Masycheff to discover how to provide content to chatbots, and what are the issues that we need to consider to do so successfully. November 28, 2017
In this presentation, discover how Microsoft’s Virtual Support Agent works and what it takes to make it talk. Microsoft’s Doug Kim walks through what it does, and how the team plans the content that powers thousands of conversations every day. November 28, 2017
Getting voice right means understanding the essentials before you get started. This session aims to equip you with a foundational knowledge of conversational design, including the basics of the core technology behind conversational interfaces.
With Lauren Golembiewski, you’ll learn the importance of applying user experience principles to conversational interfaces, gain insight into the value user experience patterns can provide, and you’ll discover how to avoid making the mistakes made by those who came before you. You’ll leave understanding some of the many ways you can use conversational interfaces, and the considerations you’ll need to make before you start designing content. November 29, 2017
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Mission to Decommission: Importance of Decommissioning Products to Increase E...
What Does it Mean to Be Helpful? with Scott Abel, The Content Wrangler
1. what does it mean to be
helpful
twitter: @scottabel @contentwrangler #idw2018
? Scott Abel,The Content Wrangler
Information Development World
November 27, 2018 Menlo Park, CA
3. Scott Abel,The Content Wrangler
Information Development World
November 27, 2018 Menlo Park, CA
presentation
150th
november
2017san jose, ca
twitter: @scottabel @contentwrangler #idw2018
5. SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
I HOPE TO
CONVINCE YOU THAT
AND FOCUS ON
CREATING AGENTIVE
CONTENT SOLUTIONS
THAT WORK ON BEHALF
OF OUR CUSTOMERS
WE MUST PRODUCE
MACHINE-READY CONTENT
twitter: @scottabel @contentwrangler #idw2018
18. SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
a cognitive bias — one party assumes
that the others have the background
knowledge needed to understand
twitter: @scottabel @contentwrangler #idw2018
the curse of
knowledge
what is the curse of knowledge?
23. you know helpful when
you experience it … just
as you know unhelpful
when you experience it …
Associate Justice (1958—1981)
United States Supreme Court
Justice Potter Stewart
twitter: @scottabel @contentwrangler #idw2018
24. when you see it
you know helpful
twitter: @scottabel @contentwrangler #idw2018
25. organizations are
working to make
their content
easy to understand
twitter: @scottabel @contentwrangler #idw2018
26. Lookfor ways to make your content
the 5 Cs
helpfulcontent is
empathetic
valuable
useful
clear
concise
consistent
considerate
convenient
twitter: @scottabel @contentwrangler #idw2018
27. questions to ask about your content
Scott Abel,The Content Wrangler
Information Development World
November 27, 2018 Menlo Park, CA
how will the content you plan
to create meet the needs of
your audiences?
how will you
measure success?
which audiences?which needs, exactly?
helpful
or not?
twitter: @scottabel @contentwrangler #idw2018
28. if content is king
then context is the kingdom
twitter: @scottabel @contentwrangler #idw2018
29. incorrect assumptions damage experiences
what Target assumed
small, stuffy office spaceproblem:
purchase a small fansolution:
shop for informationstrategy:
twitter: @scottabel @contentwrangler #idw2018
30. helpfulness offered helpfulness offered
helpfulness offered
return?
I’ll try this!
neither one!
twitter: @scottabel @contentwrangler #idw2018
who said anything
about a return?
I guess I have
no other choice
where is the
content I need?
31. let me tell
you a story
twitter: @scottabel @contentwrangler #idw2018
32. meet Carla
documentation manager
Carla thinks that improving the quality of the
content her team produces should improve
the customer experience and in turn lead to a
reduction in customer complaints
multinational medical devices firm
competitors encroaching
customer complaints rising
configurable products
twitter: @scottabel @contentwrangler #idw2018
33. twitter: @scottabel @contentwrangler #idw2018
traditional technical documentation
approaches are preventing her team from
creating content of value that meets the
needs of both her company and its
prospective and existing customers
Carla realizes that…
34. Carla has noticed
that the support
team spends
considerable time
explaining to
customers how
their products work
Carla works with others
to discover the problem
meets with the support team
twitter: @scottabel @contentwrangler #idw2018
35. twitter: @scottabel @contentwrangler #idw2018
she learns that both prospective and existing
customers complain that the content provided
by her team is confusing and frustrating to use
by collaborating with others
36. Carla’s research uncovers
an unexpected challenge
her team has an
twitter: @scottabel @contentwrangler #idw2018
problem
explanation
efficiency
over understanding
they’ve focused on
37. twitter: @scottabel @contentwrangler #idw2018
an explanation framework that will help her
team focus on creating understanding,
instead of just the efficient publishing of facts
understanding
over efficiency
fortunately,
Carla discovered
38. Carla discovered that an explanation framework
could be used to help her team explain ideas in
the most helpful ways possible
twitter: @scottabel @contentwrangler #idw2018
40. reach of current explanations
more understandingless understanding
potential market
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
• • • • • • • • • • • • • • • • • • • • • • • • • •
leaderspractitionersearly adopters
goal: move to right
the explanation scale
the curse of
knowledge
41. the curse of knowledge cripples
your ability to make accurate
assumptions the curse of
knowledge
humans favor
plausibility
over accuracy
we need the appearance of truth to see
something as credible or believable
42. the curse of knowledge prevents
us from understanding how our
language sounds to those outside
our organizations
the curse of
knowledge
explanations fail when
we are unable to translate the language of our work
to the language of a potentially underinformed audience
43. reach of current explanations
more understandingless understanding
potential market
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
• • • • • • • • • • • • • • • • • • • • • • • • • •
leaderspractitionersearly adopters
goal: move to right
the explanation scale
everything starts with why how becomes important
explanations
stories
case studies
use cases
processes
case studiesexplanations
procedures
best practices
44. reach of current explanations
more understandingless understanding
potential market
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
• • • • • • • • • • • • • • • • • • • • • • • • • •
leaderspractitionersearly adopters
goal: move to right
the explanation scale
everything starts with why how becomes important
explanations
stories
case studies
use cases
processes
case studiesexplanations
procedures
best practices
45. Carla discovered that an explanation framework
could be used to help her team explain ideas in
the most helpful ways possible
twitter: @scottabel @contentwrangler #idw2018
46. Create content that makes it easy for
others who “get it” to quickly and
effectively explain it to others
goal
needs
• standardized
product descriptions
terminology
definitions
tactics
• audience needs analysis
• content inventory
• content model creation
• assumption testing
• incorporating lessons learned
47.
48.
49. what does it mean to be
helpful
twitter: @scottabel @contentwrangler #idw2018
? Scott Abel,The Content Wrangler
Information Development World
November 27, 2018 Menlo Park, CA